Assistant Front Office Manager/Duty Manager

4 weeks ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Collection

We are a luxury hotel group that combines timeless style with exceptional service. Our hotels are located in elegant Georgian townhouses, an 18th-century brewery, and a diamond-shaped skyscraper, each offering a unique chapter in London's story.

Our portfolio includes Montcalm Brewery, a vibrant modern hotel; Montcalm Royal London House, a storied city-slicker; Montcalm East, a property with a bold new perspective; and two mindful hotels, Inhabit, Southwick Street and Inhabit, Queen's Gardens, part of Design Hotels.

Our flagship hotel, Montcalm Marble Arch, is on the brink of a bold new era. This Grade II-listed building on Park Lane has been sensitively refreshed, with interiors rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant, a dapper lounge, and a bar.

At Montcalm Collection, we are looking for a skilled and ambitious Assistant Front Office Manager/Duty Manager to join our team. You will play a pivotal role in delivering exceptional customer service and ensuring the highest levels of service quality. You will assume overall responsibility for hotel operations while on shift.

The Assistant Front Office Manager/Duty Manager works closely with the Senior Management team to provide a luxury experience throughout the guest journey. You will exhibit a meticulous eye for detail, a passion for luxury, and the ability to lead, inspire, and motivate a diverse team of front desk employees, concierge, and other front office personnel.

Key Responsibilities

• Oversee all front office operations to ensure exceptional guest experiences, from check-in to check-out.

• Address guest concerns and complaints promptly, ensuring a positive resolution.

• Maintain a visible presence in the lobby during peak times to interact with guests and ensure smooth operations.

• Collaborate with other departments (Housekeeping, Food & Beverage, etc.) to ensure seamless service delivery.

• Lead, train, and develop a team of front office staff, including receptionists, concierge, bell staff, and others.

• Conduct regular performance evaluations and provide feedback, coaching, and mentoring to staff.

• Foster a positive work environment that encourages teamwork, professional development, and high employee morale.

• Schedule and manage staffing levels to ensure optimal coverage during all shifts.

• Ensure all front office operations comply with hotel policies and standards, including luxury service protocols.

• Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.

• Oversee the accuracy of guest billing and payment processes.

• Coordinate with the Reservations Department to manage room blocks, VIP guests, and special requests.

• Implement and maintain standard operating procedures (SOPs) for front office operations.

• Generate daily, weekly, and monthly reports on front office operations, including occupancy rates, revenue, and guest satisfaction scores.

• Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency.

• Recognize regular and VIP guests and ensure the Front Office department operates with a sales attitude and promotes the wellness concept of the Montcalm Collection Brand.

• Conduct regular inspections of public areas, guest rooms, and front of house services to ensure compliance with five-star standards.

• Manage property operations as designated Duty Manager.

• Oversee the handling of emergencies, security issues, or unexpected situations, ensuring guest safety and hotel reputation.

• Assist in optimizing room revenue by implementing effective upselling techniques and monitoring booking trends.

• Prepare daily reports, log complaints or incidents, and provide general feedback on the shift.

This job description outlines primary duties and conditions related to the Front Office Manager position at a luxury hotel.

Key Attributes:

• High attention to detail and commitment to luxury quality.

• Passion for excellence and innovation.

• Ability to work under pressure and meet tight deadlines.

• Flexibility to adapt to changing guest needs and preferences.

• Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.

• Exceptional customer service skills with a passion for delivering a luxury guest experience.

• Excellent communication, problem-solving, and organizational skills.

• Fluency in multiple languages is a plus.

Working Conditions:

• Hours, including weekends and bank holidays.

• Physical demands such as being on the feet for long periods of time and manual handling.

Essential Qualifications:

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.

• Proficient in hotel management systems (e.g., Opera, PMS, POS).

Eligibility:

Candidates must be authorized to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer:

At Montcalm Collection, diversity and inclusion are not just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

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